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GMT 16th November TIME Customer Experience Keynote 09:00 Revolutionising our approach to customer experience to support the recovery of public transport • Understanding what traveller’s priorities are in a post-Covid world • Varying customer experience on urban, commuter and long-distance services • The role of digital in delivering reassuring and supportive information Speakers invited: • Sara Luchian, Director Passenger Experience, Virgin Hyperloop (Confirmed) • Katy Taylor, Head of Commercial & Customer Experience, Go Ahead Group (Confirmed) • Lauri Helke, CEO, Onnibus (Confirmed) • Silvia Kaupa-Gotzl, CEO, Postbus Austria (Confirmed) 10.00 Smart Mobility Panel: Creating Customer Experience Panel: Ticketing / Revenue Panel: The sustainable business models to Implementing an effective death of the season ticket: How support the integration of smart customer engagement and the rail industry can adapt to new mobility & last mile solutions into communications strategy to working and travel behaviours public transport services support the recovery of transport • Forecasting the future • Setting up MaaS and Smart needs for travel: What mobility services to • Ensuring the journey we trends our panel are seeing encourage a growth in rail deliver is as safe and well across their services ridership managed as possible: How • Reviewing traditional • What do customers expect have our operators ticketing products: are they from full mobility services adapted their services? now redundant? and what have our panel • Engaging with the • Creating new products learnt from MaaS pilots? communities and partners which attract people to • The future of multi modal we work with to encourage return to public transport, travel: how has Covid-19 people back to public and reflect the flexibility impacted the future transport in a safe way and services they need and development of smart • Thinking creatively to expect mobility? shape partnerships to support a strong recovery • Olivier Roy, Head of Jacob Saugman, Project Director, in public transport International Sales, SNCF Smart Mobility, DSB • What will be remembered • Mark Thoma, Head of Shigeru Takagi, Deputy General and whats best left in 2020: Revenue, Transdev Manager MaaS Strategy Design and the lessons learnt by our Connexxion Management, JR East panel Damien Wattez, Head of New Mobility & MaaS product, Oui SNCF Senior Representative, Karhoo Diane Burke, Head of Commercial, CalMac Ferries (Confirmed) Boy Hendriks, Digital Strategy Manager, Transdev (Invited) Head of Marketing, Heathrow Express (Invited) 11.00 Forging a new mobility ecosystem to Customer Experience Case Study Predicting and influencing demand: support sustainable, distanced Developing a customer insights the impossibility of forecasting travel community to identify and deliver ridership in a pandemic game-changing experiences • Launching new mobility • Mining authentic, honest services during the and useful insights into the pandemic: adapting our experiences and ideas of business model and needs our customers • Effectively supporting the • Influencing a wide range of development of public policy and development transport with effective last across the passenger rail mile solutions services at DB • Taking the long view, what • DEEPDIVE: Developing the could the future hold and capability to allow check-in how can we prepare for the & seat changes whilst on unknown? board Damien Wattez, Head of New Sebastian Syperek, Head of Mobility & MaaS product, Oui SNCF Customer Insight, DB Vertrieb (Confirmed) Customer Experience case study: Delivering effective, real-time and useful customer information • Sharing our research with customers on expectations and painpoints • Delivering pilot tests: what did we learn and how can we continue to improve? Rinaldo Fuss, Customer Experience Director, BLS (Confirmed) 11.30 Smart Mobility Panel: Establishing Customer Experience Panel: Revenue Case Study: How using a governance, data and trust as Making Transport open for all: flexible Reservation System has foundations for the future of MaaS Designing services and stations impacted our 2020 RM delivery accessibility for everyone • Designing travel of the Celine Van Gucht, Head of RM, future: how can we ensure Eurostar (Confirmed) our service design is truly Designing effective regulation inclusive? strategy to support the evolution Sonila Metushi, Policy Advisor, KNV • How can staff be trained to of smart, effective fare types to better support disabled suit the ‘New Normal’ travelers Giancarlo Scaramelli, Commercial • What is the role of Mark Phillips, Executive Director, Director, Transdev (Confirmed) technology in making travel RSSB (Invited) seamless for those with disabilities? Aram Sargsyan, General Manager Steve Dering, COO, access audits (Confirmed) EMEA & CIS, Yandex.Taxi Rene Perkins, CEO & Co-Founder, CityMaaS (Confirmed) Ronan Murphy, Head of Customer Experience, Irish Rail (Confirmed) 12.15 Customer Experience Revenue case study: Managing our Presentation pricing and RM Strategy to attract new categories: Tourist & Leisure Designing rolling stock to meet the needs of those with disabilities and accessibility needs with no Karan Suri, Head of Commercial additional costs Strategy, Heathrow Express • Going beyond meeting (Confirmed) regulation to truly accommodate the needs of the whole population • Engaging with suppliers effectively to ensure the delivery of our expectations • Sharing the results of this work at Transport for New South Wales Claire Chow, Director Customer Strategy & Experience, Transport for NSW (Confirmed) The role of customer experience in encouraging a return to public transport • How are operators engaging with their customers to understand their expectations, receptiveness and fears? • Adapting services and experiences to deliver effective customer experience in a financially constrained way • Delivering a safe and contact free experience: Is this a long-term need and should operators be investing in long term solutions? • How have operators been adapting their terms and conditions to meet increased need for flexibility? Robert Oerton, Head of Customer experience, Grand Central (Confirmed) Vanessa Rommel, Project Lead, Service Strategy, DB (Confirmed) Maria Hofberg, Director of Revenue Management, Pricing and Product SJ (Confirmed) 12.30 Journey to Responsible Public Customer Experience case study: Revenue Panel: Using Revenue Transit of the Future Delivering effective, real-time and Management & Pricing tools to useful customer information effectively encourage ridership and revenue Stakeholder responsibility has always • Forecasting load, inventory and product effectively been paramount in public transit, but • Sharing our research with • Is reservation only the way never more so than now. We recently customers on expectations to go to ensure a good undertook research on responsible and painpoints business, grounded in the views of 35 experience in 2020? • Delivering pilot tests: what senior decision makers and thought • Adapting RM and products did we learn and how can leaders across major global public transit to the new world: adapting we continue to improve? operators and authorities. As we to new customer segments finalized our research, COVID-19 spread Rinaldo Fuss, Customer Experience and product types around the globe, reinforcing the Director, BLS (Confirmed) importance of responsible business in Moderated by: Michael Acosta, transit. Since then, passenger and Head of Commercial Planning, Via employee safety, for instance, have Rail Canada (Confirmed) taken on new meaning, with operators putting protective measures in place to Karan Suri, Head of Pricing and prevent the spread of infection. Technology, Heathrow Express (Confirmed) Nick Clarke, Head of Revenue, How can public transit operators and Grand Central (Confirmed) agencies survive and thrive in this radically changed landscape? They need Krzysztof Krasowski, Head of to redefine what responsibility signifies Pricing & Product, PKP Intercity for them and their stakeholders— (Invited) customers, employees, regulators, suppliers, partners and investors. Our presentation will look at how operators and agencies can fast-track their responsible transit agenda to ensure future success. Nicole Goebel, Managing Director: Rail and Transit, Europe Lead, Accenture Making on-demand bus networks a Customer Experience Panel: Revenue case study: Managing our reality in Norway’s rural regions Making Transport open for all: pricing and RM Strategy to attract Designing services and stations new categories: Tourist & Leisure • Thinking bigger than one accessibility for everyone route: delivering an on- • Designing travel of the demand network in a region future: how can we ensure Krzysztof Krasowski, Head of Pricing • Sharing our experiences of our service design is truly & Product, PKP Intercity balancing passenger inclusive? flexibility with cost efficiency • How can staff be trained to • Diving into the data: what better support disabled insights have we gained? travelers • What is the role of technology in making travel Kristian Kolind, Director Mobility seamless for those with Services, VY (Confirmed disabilities? Steve Dering, COO, access audits (Confirmed) Rene Perkins, CEO & Co-Founder, CityMaaS (Confirmed) Ronan Murphy, Head of Customer Experience, Irish Rail (Confirmed) 13.30 Smart Mobility Panel: Delivering the Customer Experience Panel: The Revenue Panel: Review of the year: reality of smart mobility: role of innovation in creating the How did
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